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Remedyforce


Intuitive, modern

IT service management
in the cloud

Built on the reliable, secure, and scalable Salesforce.com cloud platform, Remedyforce provides robust ITSM functionality with social, mobile, and collaborative capabilities your modern business expects.

Remedyforce delivers next generation IT Service Management leadership

Today's IT departments must drive business growth and innovation, while coping with less resources and increasing complexity. To do this, they require an IT Service Management solution that provides best practices while minimizing costs. Because Remedyforce runs in the cloud, there's no need to buy servers or manage complicated software. Instead, IT organizations are able to concentrate on bettering their processes and bringing value to the business.

Take a look at an overview of what Remedyforce SaaS Help Desk can do for your organization.

Automate your service desk processes, employ best practices, and help your users help themselves. The result? Happy customers, fewer unresolved issues, and more productive people.

Innovation and the power of the platform

Leveraging over twenty years of leading the IT Service Management market, BMC built our Remedyforce SaaS help desk from the ground up on the force.com platform, creating an easy-to-use, easy-to-manage comprehensive solution. The inclusion of social and collaboration tools allows customers to reach and empower users wherever they are, and Remedyforce provides best practices out of the box to make IT organizations more efficient and productive.

Salesforce Platform
Salesforce.com — For information on the platform, solution offerings, and much more!

Trust.Salesforce.com — Get a glimpse into security and performance of the platform, in real time!

Unparalleled security, performance, and reliability

Combined with transparency and the ability to employ innovative technologies with drag-and-drop ease, the force.com platform is the pioneer and leader in cloud platform computing. For more information, view the following:

Concentrate on building business value with Remedyforce SaaS Help Desk

  • Proven best practices, built right in
  • Cut service desk wait times from 5 minutes to 45 seconds
  • Improve first-call resolution by up to 90%
  • Get started faster with help desk setup "wizards"
  • Track your inventory and assets
  • Collaborate through Chatter
  • Use Remedyforce service desk on your mobile device
  • Learn more: Download the product datasheet
 

What our customers say

  • Remedyforce offered us robust functionality with the Salesforce integration.

    Lisa Kraas,
    DexMedia

  • Remedyforce is a tool with a lot of bang for the buck with great results!

    Roy Espinoza,
    Taleris

  • Remedyforce has helped us improve our overall service maturity across the IT
    organization

    Tom Schroeck,
    Ameritas Life Insurance Corp.

 

DWR gains greater visibility, accountability, and stability in help desk management

Design Within Reach COO John McPhee and VP Information Systems Bethany Kemp share how BMC Remedyforce has helped them meet company-wide goals for accessibility and great modern design.

Free IT Help Desk Assessment, takes only two minutes

Get in touch


What you get

 

What's Included in BMC Remedyforce

What's Included in BMC Remedyforce

Standard

BMC Remedyforce standard

Add-On

BMC Remedyforce add-on
 
Survey
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Measure customer satisfaction and service desk performance with the ability to easily create, configure and administer surveys, schedule and manage distribution, and monitor feedback trends in dashboards and reports.

   
 
Incident and Problem Management
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Incident and problem management provides a best practice approach to the management of incidents, problems, service requests, and tasks. Improve your customer satisfaction levels and resolution rates while reducing costs. Improve agent efficiency and productivity.

   
 
Change Management
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Change management tracks, controls, and reports on the process of IT change management, with workflow based on your business requirements. Minimize IT infrastructure change risks through effective process enforcement and approval automation.

   
 
Asset Inventory & Configuration Management
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Integrated asset inventory maintains accurate asset information in the Remedyforce Configuration Management Database (CMDB), providing visibility into root cause and impact analysis. Take control of your IT environment and make better decisions with accurate configuration data, including relationships between assets, in a topographical view.

   
 
Release Management
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Allows management of the processes for planning, scheduling, and controlling the build, test, and deployment of releases and new functionality while protecting the integrity of existing services.

   
 
Self-Service
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Self-service provides an IT help desk web portal for customers/employees. Users can submit new service requests, search for solutions to common problems in a vast knowledge base, view the status of previously submitted incidents, and more. Save time and precious resources by enabling users to help themselves. Includes access to self-service via mobile devices.

   
 
Service Request Management/Service Catalog
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Allows consolidation of multiple layers of incidents, tasks, approvals, and more into a single service request, accessible via the self-service portal. Provides end users an easily browsable, shopping-cart based catalog of services.

   
 
Knowledge Management
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Knowledge management helps customers and agents search and resolve common help desk issues. Reduces training requirements for new IT staff and saves time troubleshooting known issues. Includes the publishing, review, approval, and retirement process for knowledgebase articles available to constituents.

   
 
Service Level Management
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Maintains customer satisfaction and accountability; also applies to operational agreements with departments outside IT and extends to underpinning contracts with third party vendors as well.

   
 
Dashboards and Analytics
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Provides customizable quickviews and dashboards so agents get an instant visual display of key performance indicators across a range of process, performance, and workload measurements. Continually improves service quality through effective and timely reporting.

   
 
Reporting
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Provides reports for managing and optimizing help desk and IT asset management operations. The powerful force.com platform ensures the sophistication, visibility, and flexibility needed to keep track of key performance and capacity data across your organization.

   
 
Social/Collaborative Tools
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The revolutionary Chatter® functionality on the force.com platform allows agents to collaborate to solve incidents. Agents can follow any object in order to gain collective knowledge. Chatter also provides business processing, such as approvals, in a social tool.

   
 
Best Practice Processes Out of the Box
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Remedyforce uniquely includes the Alignability Process Model, giving customers access to industry best practices across all major IT Service Management areas. This reduces training needs, speeds resolution, and mitigates risk and compliance/governance.

   
 
Mobility for Self-Service Users
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Mobile capability gives access to the self-service portal and the ability to check status, submit incidents, browse and submit service requests, check knowledge articles, manage approvals and follow Chatter conversations from mobile devices.

   
 
Mobility for Agents
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Mobile capability gives technicians access to key IT support processes and work items anywhere – allowing them to provide great service on the move.

   
 
Asset Discovery
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Populates Remedyforce's CMDB through automated tools that ping your network for assets. Can be accomplished with BMC Footprints Asset Core or BMC's Asset Discovery and Dependency Mapping (ADDM) tool.

   
 
Patch Management
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Automatically pushes patch/fix information to an asset from within the Remedyforce console.

   
 
Remote Control
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Allows access to assets in the environment to conduct break/fix or gather more information on a device.

   
 
License Management
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Helps achieve compliance by determining if licenses being used are equivalent to those owned. Discrepancies tell you where there are savings to be had!

   
 
Project & Portfolio Management
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Real time visualization of your project and portfolio management data so you can easily view financial performance against budget, how timelines are tracking, or if there are any current red flags you should be aware of.

   
 
Gamification
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By combining the behavioral data gathered from your team's actions with today's powerful motivation techniques, you can motivate behaviors, impact IT staff performance and drive collaboration.

   

 

What’s new in Remedyforce Winter ‘14?

With three major releases a year, Remedyforce incorporates new capabilities and innovations, as well as features and enhancement requests, at unparalleled speed. This exciting release of Remedyforce focuses on themes of usability, IT productivity, gamification and integration!

 

NEW! Integration with MyIT

Reduce IT friction, cut support costs and boost customer satisfaction, enabling the productivity of social collaboration, freedom
of context-aware services and ease of formless IT.

NEW! IT Staff Console

IT staff can access and manage all work (Incidents, Service Requests, Tasks, Problems, Change Requests and Releases) from a single, centralized screen, easily navigate between open records and add attachments to improve communication and information flow.

NEW! Gamification

Motivate desired IT staff behavior with goals, real-time feedback, incentives and rewards tailored to their interests and role to create a more productive and loyal team.

 

CMDB Enhancements and Reconciliation & Normalization via BMC Atrium

Simplified reporting, imports, integration, and data management streamlines the management of IT assets.

Normalization and reconciliation of asset data imported from the multiple discovery tools including the BMC Atrium enables the management of a single authoritative source of inventory and configuration data in Remedyforce.

Self-Service Branding

Brand the self-service portal, including color customization and imagery, to create a unique audience experience. Configurations are unlimited and can be broken out by multiple internal or external audiences (e.g. Human Resources, Business Partners or Customers) to create a unique experience for groups with different interests or objectives.

 

Want a deeper dive?

If you want to find out more about Remedyforce sign up for our introductory webinar? You'll see just how much you can do with Remedyforce.

Get in touch

Free IT Help Desk Assessment, takes only two minutes

Dex Media Improves IT Service with BMC Remedyforce

Dex Media modernizes their approach to IT service management and connects their thousands of end users with IT by deploying BMC Remedyforce.

Design Within Reach relies on innovation to run its business

This innovative furniture design company employs a suite of products across the Salesforce.com platform to drive its business forward. Remedyforce extends the reach of its support organization through mobile and social channels, creating more empowered employees, reducing response times, and greatly lowering IT costs.

Watch the video
Dreamforce interview

Comverge Energy transforms its service organization overnight

Already using a different cloud solution, this Atlanta-based "green" energy company moved to Remedyforce and saw immediate impact, reducing licensing costs enough to add more IT resources.The flexible workflow engine provides the power to change Comverge's processes and better serve its business through service improvement.

Watch the video
Dreamforce interview

Cloud infrastructure lets Lumen21 focus on improving its service

Moving to the cloud to remove the hassles of hardware and overhead was a "no brainer" to Lumen21. Moreover, the implementation of out-of-the-box best practice processes has changed the way this California-based service provider supports its business and its customers, lowering time and cost of resolving incidents and resulting in more satisfied customers.

US Department of Health and Human Services reduces risk through Remedyforce

Tasked by the Office of the CIO for the US Government to "look to the cloud," the DHHS needed a secure, reliable platform to provide extensive change processes across its diverse agency. Supporting frequent audits and extreme governance, the best practices within Remedyforce were strategic, practical, and saved taxpayer dollars.

Diverse developers Pervasive Software will "never go back…"

Pervasive Software is an innovative development company, but handling its IT efforts was a hodge-podge of reactionary measures and basic ticketing until Remedyforce provided best practices out of the box. Watch Steve Padgett discuss the cloud solution, and how Pervasive Software will never return to an on-premises system.

 

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Learn more about Remedyforce with these resources

 

 
Free IT Help Desk Assessment, takes only two minutes

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